Representative - Customer Service.Commercial Operations SA

Key Performance Areas:

Task Complexity:

• Consumer satisfaction.
• In branded store:
• accountable for cash and stock
• accountable for sales and meeting sales targets
• accountable for stock shortages
• Provide consumer advice and education / share product knowledge
• Manage stock in store:
• Management of shortages .
• Obsolescence
• Promotional stock merchandising
• Manage operations in store:
• Warranties
• Customer cell phone repairs (where applicable)
• Returns
• OBF’s
• Identify issues and resolve
• Communication, in outlet, and with MTN
• Maintain company’s policies and procedures.
• Manage and account for all cash.
• Conduct actual system transactions eg. activations, suspensions, migrations etc.
• Relevant paperwork and documentation.
• General Customer services: turnaround time, queuing time, accuracy, and productivity.

Minimum Requirements

• Matric/Senior Certificate
• Fluent in English

Experience:

• Minimum of 2 years’ experience in a area of specialisation; with experience in working with others
• Experience working in a small to medium organization

General Working conditions

Will be required to work weekends (Saturday 9h00-17h00 and Sunday 9h00-15h00) as scheduled. Days off will be granted during the week

Working hours are 9h00 – 18h00 Monday to Friday

KPI Measures

• Turnaround time.
• CSI.
• Sales.
• Queuing.
• Stock and cash accuracy (shortages).
• Customer / consumer complaints.
• Merchandising standards .